Acceptable use rules, privacy standards, and safety requirements for Gletra integrated voice and video calling features.
Updated June 19, 2026 5 min read Official Gletra Policy
Gletra provides integrated voice and video calling capabilities to enable real-time communication between buyers, sellers, and service providers in connection with marketplace transactions and home service bookings. This Call and Video Call Usage Policy governs acceptable use of these features.
Calls may be initiated from order threads, service booking pages, and Gletra Chat conversations. Calling is intended for legitimate transaction-related communication including product inquiries, order coordination, service scope discussion, and dispute resolution. All calls are subject to the conduct standards in our Community Guidelines and User Conduct Policy.
Gletra logs call metadata including participant identifiers, start and end times, duration, and associated transaction references for safety monitoring, quality assurance, and dispute resolution. Call audio and video content is not recorded by default unless a recording feature is explicitly enabled with all-party consent where required by law.
Violation of this policy may result in call feature restrictions, account warnings, temporary suspension, or permanent termination depending on severity. Report abusive or inappropriate call behaviour immediately through the in-call report button or post-call feedback form.
Permitted Uses
Permitted Uses
Voice and video calls on Gletra may be used for the following legitimate purposes related to platform transactions.
Pre-sale product inquiries including specifications, compatibility, and availability
Order coordination such as delivery instructions, packaging requests, and dispatch timing
Home service scope discussion including issue assessment, access instructions, and pricing estimates
Post-delivery or post-service follow-up regarding product function or workmanship questions
Dispute resolution discussions mediated by Gletra support with all parties present
Seller and provider customer service for active orders and bookings
Prohibited Uses
Prohibited Uses
The following activities during Gletra calls are strictly prohibited and may result in immediate account action.
Harassment, threats, hate speech, sexual content, or discriminatory language
Unsolicited marketing, spam calls, or telemarketing unrelated to active transactions
Soliciting off-platform payments, bank transfers, or deals circumventing Gletra fees
Recording calls without the knowledge and consent of all participants where required by law
Sharing OTPs, passwords, full payment card numbers, or KYC document images during calls
Impersonating Gletra staff, other users, or law enforcement officials
Using calls for illegal activity or to coordinate prohibited item transactions
Call Privacy and Data Handling
Call Privacy and Data Handling
Gletra processes call-related data in accordance with our Privacy Policy. Metadata is retained for 12 months. Reported call abuse may trigger review of associated chat context and metadata by authorised trust and safety personnel under strict access controls.
What Gletra Logs
Call initiation time, duration, and end time
Participant user IDs and associated order or booking reference
Call quality metrics and connection status indicators
Report flags and user-submitted abuse complaints
Gletra does not sell call metadata to third parties. Law enforcement requests are handled per our legal process guidelines.
Recording Policy
Recording Policy
Call recording is disabled by default on Gletra. Where a recording feature is available for specific use cases such as dispute documentation, all participants must be notified and provide consent before recording begins. Secret recording violates this policy and applicable wiretapping laws.
Users who record calls without consent may face account termination and Gletra may cooperate with legal authorities. Customers and providers in two-party consent jurisdictions must verbally confirm recording consent at call start.
Technical Requirements and Limitations
Technical Requirements and Limitations
Voice and video calls require a stable internet connection on supported devices and browser versions listed in Gletra Help Centre. Gletra is not liable for call quality degradation caused by user network conditions, device limitations, or third-party ISP issues.
Minimum recommended bandwidth: 1 Mbps for voice, 3 Mbps for video
Supported on Gletra mobile app iOS 14+ and Android 10+
Web calling supported on Chrome, Firefox, Safari, and Edge latest versions
Calls may disconnect when app is backgrounded on some devices; reconnect through chat thread
Safety Features and Reporting
Safety Features and Reporting
Gletra calls include safety features designed to protect users during real-time communication.
In-call report button for immediate flagging of abusive behaviour
Automatic call termination option if you feel unsafe
Block user feature preventing future calls and messages from reported party
Post-call rating and feedback for service quality and conduct assessment
Emergency escalation to Gletra trust and safety team for severe reports
Seller and Provider Call Obligations
Seller and Provider Call Obligations
Sellers and service providers who initiate or accept calls must maintain professional conduct, respond during reasonable hours unless emergency service context applies, and never use calls to pressure customers into off-platform transactions. Business callers should identify themselves and the associated order or booking at call start.
Call Feature Restrictions
Call Feature Restrictions
Gletra may restrict or disable calling privileges for users with repeated abuse reports, off-platform payment solicitation violations, or excessive call volume indicative of spam behaviour. Restricted users retain Gletra Chat access for text-based transaction communication.
Integration with Gletra Chat
Integration with Gletra Chat
Calls initiated from Gletra Chat threads are linked to the conversation history for dispute resolution context. Call availability may be limited to users with active orders or bookings to reduce unsolicited contact. Users may disable incoming calls in privacy settings while retaining the ability to initiate calls for their own transactions.
Frequently Asked Questions
No, not by default. Gletra does not record call audio or video unless a specific recording feature is enabled with explicit all-party consent. Call metadata such as duration, participants, and timestamps is logged for safety and dispute resolution purposes.
Calling may be available on product pages where the seller has enabled pre-sale communication. Some sellers accept calls only after order placement to reduce spam. Use Gletra Chat for initial inquiries if calling is not available. Never share payment details or OTPs during pre-sale calls.
Use the in-call report button immediately, end the call, and block the user through their profile. Submit a detailed report through post-call feedback or support@gletra.com. Gletra investigates abuse reports within 24 hours and may suspend the offending account.
No. Off-platform payment solicitation during calls is strictly prohibited and removes your Customer Protection eligibility. Report such requests immediately. Always complete payments through Gletra checkout or Gletra Wallet to ensure refund and dispute protection.
Call quality depends primarily on your internet connection and device capabilities. Ensure minimum 3 Mbps bandwidth for video, close bandwidth-heavy applications, and use the Gletra mobile app rather than browser on mobile devices. Gletra is not liable for quality issues caused by network conditions.
Yes. Go to Account Settings, Privacy, and toggle "Allow incoming calls" off. You can still initiate calls for your own active orders and bookings. Text communication via Gletra Chat remains available regardless of call settings.
Legal Notice
This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.
