Privacy Policy

HOMROOT - PRIVACY POLICY

Effective Date: 31/10/2025

Last Updated: 11/11/2025

1. INTRODUCTION

This Privacy Policy (“Policy”) describes how HomRoot (“Company,” “we,” “us,” or “our”) collects, uses, discloses, and protects your personal information when you use our website, mobile application, and related services (collectively, the “Platform”).

By accessing or using the Platform, you agree to this Policy. If you do not agree, please discontinue the use of the Platform immediately.

2. SCOPE

This Policy applies to all Users (“you,” “your”) who register, visit, or use the Platform and avail themselves of the services facilitated by HomRoot, including on-demand and scheduled home services provided by third-party Service Technicians.

3. INFORMATION WE COLLECT

We collect the following categories of information from Users:

A) Personal Information: Name, email address, phone number, residential address, and service preferences or any Certificates (only for Support Technician).

B) Transaction and Payment Information: Payment details, transaction IDs, and related financial data processed by secure third-party gateways.

C) Device and Technical Information: IP address, device ID, operating system, and browser type.

D) Location Information: When enabled, HomRoot may collect approximate or precise location data to allocate Service Technicians.

E) Communications: Any messages, reviews, or feedback shared through the Platform or directly with the Company.

4. HOW WE USE YOUR INFORMATION

HomRoot uses the collected information for the following purposes: - To provide and manage the Platform and its services;

- To process bookings, transactions, and payments;

- To communicate updates, confirmations, and promotional messages; - To improve functionality, security, and service quality;

- To comply with legal obligations and regulatory requirements.

5. DATA SHARING AND DISCLOSURE

HomRoot may share your information in the following limited circumstances: - With Service Technicians: To facilitate the requested services;

- With Payment Processors and Partners: To process secure payments and analytics;

- With Legal Authorities: When required by law, regulation, or legal process; - In Business Transfers: In case of mergers, acquisitions, or asset transfers.

HomRoot does not sell, rent, or trade personal data to third parties for marketing purposes.

6. COOKIES AND TRACKING TECHNOLOGIES

We use cookies, analytics tools, and other tracking technologies to enhance your user experience, analyze usage, and improve service delivery. You can control cookies through your browser settings, though some features may not function properly without them.

7. DATA SECURITY

HomRoot employs industry-standard technical and organizational measures to safeguard your personal data against unauthorized access, loss, misuse, or alteration. However, no electronic storage or transmission method is entirely secure, and we cannot guarantee absolute protection.

8. USER RIGHTS

You have the following rights regarding your personal data: - Access and review your information;

- Request correction or deletion of data;

- Withdraw consent to processing (where applicable);

- Lodge complaints with the designated Grievance Officer or relevant authorities. To exercise these rights, please contact us at contact@homroot.com.

9. DATA RETENTION

HomRoot retains your information only as long as necessary to fulfill the purposes outlined in this Policy, unless a longer retention period is required by law or to resolve disputes and enforce agreements.

10. THIRD-PARTY LINKS

Our Platform may contain links to third-party websites or applications. HomRoot is not responsible for the content, privacy practices, or security of such third-party services.

11. CHILDREN’S PRIVACY

The Platform is not intended for individuals under the age of 18. HomRoot does not knowingly collect personal information from minors. If we become aware of such data, it will be promptly deleted.

12. INTERNATIONAL DATA TRANSFERS

Although HomRoot primarily operates in India, your information may be stored or processed in locations where our servers or service providers are located, in compliance with applicable data protection laws.

13. POLICY UPDATES

HomRoot reserves the right to amend or update this Policy from time to time. Updates will be reflected with a revised 'Last Updated' date. Users are encouraged to review this Policy periodically.

14. GRIEVANCE REDRESSAL

In accordance with the Information Technology Act, 2000 and related rules, the following Grievance Officer has been designated for addressing privacy concerns: Name: Sanket

Designation: Associate Vice President - Customer Experience Email: contact@homroot.com

Phone: 0261-14520997

Address: HOMROOT, Tower-A, 1st Floor, Star World, Pal, Surat, Gujarat - 395005 All valid grievances will be acknowledged and addressed within the statutory period.

15. CONTACT INFORMATION

For any questions, requests, or concerns regarding this Privacy Policy, please contact: HOMROOT

Tower-A, 1st Floor, Star World, Pal, Surat, Gujarat - 395005 Email: contact@homroot.com

Phone: 0261-14520997

© HOMROOT. All Rights Reserved.

HOMROOT – PAYMENT POLICY

Effective Date: 31/10/2025

Last Updated: 11/11/2025

1. Payment Terms

HomRoot provides a secure and transparent payment system for services booked through the Platform. By using the Platform, you agree to the following payment terms:

• All prices are displayed in INR (Indian Rupees) and are inclusive of applicable taxes unless stated otherwise
• Customers are required to pay visiting charges upfront at the time of creating a service request
• Payment confirmation is mandatory for request activation and technician allocation
• Service charges may vary based on service category, location, and availability

2. Payment Methods

HomRoot accepts the following secure digital payment methods:

• UPI Payments (UPI ID / QR-based)
• Credit Cards (Visa, Mastercard, American Express, RuPay)
• Debit Cards (All major Indian banks with 3D Secure)
• Net Banking
• Digital Wallets

Cash payments outside the HomRoot Platform are strictly discouraged and HomRoot is not responsible for such transactions.

3. Security Measures

HomRoot uses industry-standard security practices, including:

• PCI-DSS compliant payment gateway integrations
• 256-bit SSL encryption for all transactions
• Secure tokenization of payment references
• Regular security audits and compliance checks

HomRoot does not store card numbers, CVV, UPI PINs, or banking credentials.

4. OTP Verification (Mandatory)

OTP verification is used to ensure platform security and service authenticity in the following cases:

5. Technician Payment Rules

Technicians receive payment only after successful job completion

Payment will not be released if:

• Job is not completed
• Job is abandoned
• OTP verification at completion fails

HomRoot may withhold or reverse payouts in case of disputes, fraud, or policy violations

6. Payment Disputes

For any payment-related issues:

• Contact support at contact@homroot.com
• Provide booking ID, transaction ID, and payment details
• HomRoot will investigate and respond within 5–7 business days
• Failed transactions, if eligible, will be refunded as per the Refund Policy.

HOMROOT – CANCELLATION & REFUND POLICY

Effective Date: 31/10/2025

Last Updated: 11/11/2025

HAVEN EDGE REALTY (hereinafter referred to as "HomRoot," the "Company," "us," "we," or "our") hereby stipulates that it provides technology-based services and functions strictly as an intermediary for the purpose of facilitating the following:

• (i) the arrangement of on-demand home services provided by Support Technicians, The platform facilitates the arrangement of on-demand home services by independent Support Technicians as displayed on the application. Customers are solely responsible for selecting and engaging a Support Technician of their own choice and preference. The platform, Homroot, does not participate in, control, supervise, or influence the selection, engagement, pricing, execution, or delivery of services provided by the Support Technicians and shall not be deemed a party to any agreement entered into between the customer and the Support Technician.
• and (ii) the facilitation of home services and general repair and maintenance services, which services are rendered by third parties through the Platform via Support Technicians (collectively, "Support Services").
• iii) The User is entitled to book the services of a Service Technician based on their own preference regarding the specific technician, their availability, and the desired service time, utilizing the scheduling features provided on the Platform.

The successful booking of a Service Technician remains subject to the technician's confirmation of availability for the time and date specified by the User on the Platform. The aforementioned services, together with other associated support activities, including but not limited to payment collection offered by HomRoot, shall be collectively referred to as the "Normal Services" and are provided exclusively by means of the Company's proprietary website and the mobile application designated as "HomRoot" (collectively, the "Platform").

The Services are offered and provided exclusively by independent third-party technicians, service providers, or other similar professionals who elect to offer such Services through the Platform (hereinafter individually and collectively referred to as the "Support Technician(s)" or "you").

1. Legal Status and Scope

This Cancellation and Refund Policy (“Policy”) forms part of the Terms of Use and Privacy Policy of REALTY, trading as “HomRoot” (hereinafter the “Company,” “we,” “us,” or “our”).HomRoot is a technology-based facilitation platform governed by the laws of India, providing intermediary services that connect Users with independent third-party service providers (“Support Technicians”) for home improvement, repair, and maintenance activities (“Support Services”).This Policy governs all bookings, cancellations, and refund requests made through Homroot’s official website and mobile application (collectively, the “Platform”).

2. Legal Capacity and Applicability

By using the Platform, the User (“You” or “User”) acknowledges and agrees that:

• HomRoot acts solely as an intermediary under Section2(1)(w) of the Information Technology Act, 2000;
• All Support Services are rendered by independent third-party providers; and
• This Policy governs all aspects of cancellations, refunds, and OTP-based confirmations between Users, Technicians, and HomRoot.

3. Cancellation by the User

3.1 Before Technician Confirmation A full refund is issued if the User cancels before the assigned Technician confirms availability.

3.2 After Confirmation but Before Work Commences A 10%administrative deduction applies; balance refunded within 10–15 working days.

3.3 After Work Commences No refund is processed once work or material procurement has begun. Payment for partial work remains due.

4. Cancellation by HomRoot or Support Technician

HomRoot or the Technician may cancel a booking due to non-availability, safety issues, payment failure, or force-majeure events. The User will be notified promptly, and any advance amount (after deductions if any) shall be refunded within 15 working days. HomRoot is not liable for indirect or consequential losses arising from such cancellation.

5. On-Site Payment and OTP Verification

5.1 Procedure

• The User may pay the Technician on-site when available.
• The Technician must generate an OTP or QR code via the HomRoot Platform.
• By entering the OTP and making payment, the User confirms the Technician’s arrival and authorizes payment.
• To confirm the engagement of a Support Technician for the requested services, the Customer shall be required to pay a minimum service confirmation charge as shown on platform to Homroot on behalf of the Support Technician through the Platform.
• Homroot shall act solely as a limited payment collection and disbursement facilitator and shall be responsible for remitting the applicable visit charge to the Support Technician only upon successful completion of the service visit, as verified through the One-Time Password (OTP) provided by the Customer to the Support Technician after completion of the visit.
• In the event the Support Technician fails to arrive or perform the service as per the confirmed booking, the Customer shall be entitled to cancel the request, and any amount paid shall be refunded strictly in accordance with the Company’s Refund Policy, as published on the Platform.
• Where the Customer opts for or engages in any “Master Service”, it is expressly agreed and acknowledged that such service arrangement, including but not limited to scope of work, pricing, materials, timelines, quality, warranties, liabilities, disputes, or outcomes, shall be solely between the Customer and the Support Technician. Homroot shall have no responsibility, liability, or obligation whatsoever in relation to any Master Service, except to the limited extent of facilitating the initial visit and payment of the visit charge as expressly stated herein.
• Nothing contained herein shall be construed to create any employment, agency, partnership, joint venture, or principal–agent relationship between Homroot and any Support Technician.

5.2 Effect on Refunds

• After OTP verification and payment, no refund shall be issued.
• Refunds apply only in cases of proven fraud, misrepresentation, or verified deficiency (after Homroot’s investigation).
• Claims must be filed within 48 hours of payment to contact@homroot.com

5.3 Recordkeeping HomRoot may retain OTP logs, check-ins, and payment confirmations as legal evidence.

6(A). Limitation of Responsibility after Technician Arrival

• 1. Homroot’s responsibility extends only until the assigned Technician arrives and the visit is verified through the Platform.
• 2. Any further work or “Master Service” agreed between User and Technician after OTP confirmation is a private arrangement.
• 3. HomRoot is not liableforadditional payments, materials, quality, ordisputes arising therefrom. 4. Once OTP is verified, Homroot’s role as intermediary ends, and subsequent transactions are at the User’s own risk.
• 5. Usersare advisednotto makedirect payments outsidethePlatform; HomRoot willnot entertain claims for such transactions.

6(B). Homroot’s Service Scope and Non-Refund ability After Technician Arrival

• 1. Homroot’s role is limited to facilitating and arranging the visit of a verified Support Technician to the User’s registered address.
• 2. The service fee collected by HomRoot is the Door-Step Visit Fee, covering only technician dispatch and connection services.
• 3. Once the Technician arrives and the visit is confirmed through OTP or QR verification, Homroot’s obligation is fully discharged.
• 4. From that point onward, HomRoot shall not be responsible for any refund, claim, or reimbursement, irrespective of whether the User continues with the service or not.
• 5. Any further service discussion or payment beyond the verified visit is a private arrangement between the User and the Technician.
• 6. Accordingly, no refund shall be issued once the Technician has reached the User’s door, and the Door-Step Visit Fee shall be deemed earned by HomRoot in full.

7. Refund Process and Timelines

Approved refunds will be processed through the original payment mode within 7–15 working days. HomRoot is not responsible for bank or gateway delays.

8. Non-Refundable Components

• Design or consultancy fees once initiated;  Custom materials or fabrication costs;
• Government or statutory fees paid on the User’s behalf;  Platform service or convenience charges.

9. Non-Refund Eligibility Due to Non-Compliance with Entry Criteria

The Customer acknowledges that it is their sole responsibility to read, understand, and comply with all technician-entry requirements and service conditions provided by HomRoot prior to making a booking.

If the Customer proceeds with a booking without reading or fulfilling the mandatory entry criteria, including (but not limited to) the requirement of having a minimum of two (2) adult persons present at the property, such booking shall be considered valid and chargeable in full.

In the event that the technician is unable to enter the property or the service cannot be executed due to the Customer’s failure to comply with the stated criteria, no refund, partial or full, shall be issued. The entire service fee shall remain fully payable by the Customer, and HomRoot shall have no obligation to reschedule, compensate, or refund any amount.

10. Legal Disclaimer

HomRoot acts solely as an intermediary under the IT Act 2000 and does not employ Technicians. Service performance is the responsibility of independent providers. Users may seek remedies under the Consumer Protection Act 2019 against such providers in case of service deficiency.

11. Governing Law and Jurisdiction

This Policy is governed by the laws of India; all disputes are subject to the exclusive jurisdiction of courts at Surat, Gujarat.

12. Grievance & Refund Contact

Email :- contact@homroot.com 📞0261-4520997

📍 Tower A, First Floor ,Star World , Pal ,Surat,Gujarat -394510

13. Policy Revision

HomRoot may modify or update this Policy at its sole discretion. The latest version will always be available on the HomRoot Platform. Continued use constitutes acceptance of revisions.

© HomRoot. All Rights Reserved.