How Gletra collects, uses, stores, and protects your personal data across our multi-vendor marketplace, real-time chat, voice and video calling, digital wallet, and home services platform.
Updated June 19, 2026 10 min read Official Gletra Policy
Gletra Technologies Pvt. Ltd. ("Gletra," "we," "us," or "our") operates a unified commerce and services platform that connects buyers, marketplace sellers, and verified home service professionals across India. This Privacy Policy describes how we collect, process, store, share, and protect personal information when you browse gletra.com, use our mobile applications, communicate through Gletra Chat, initiate voice or video calls, manage your Gletra Wallet, or book services such as electrical repair, plumbing, carpentry, cleaning, and appliance maintenance.
We process personal data to facilitate secure transactions, enable seller onboarding through the Seller Panel, verify identities through our KYC programme, coordinate in-home service appointments, and maintain a safe community environment. Our practices are designed to comply with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and applicable international privacy frameworks where our users are located.
By creating a Gletra account, placing an order, listing products as a seller, registering as a service provider, or otherwise using our platform, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our data practices, please discontinue use of the platform and contact privacy@gletra.com regarding account closure and data deletion requests.
This policy should be read together with our Cookie Policy, Data Protection Policy, and GDPR Compliance page. Material updates will be communicated through email, in-app notifications, or a prominent banner on our website at least seven days before changes take effect, except where immediate modification is required by law or to address a security threat.
Scope and Applicability
Scope and Applicability
This Privacy Policy applies to all personal data processed by Gletra in connection with our marketplace, messaging infrastructure, calling features, wallet services, and home services vertical. It covers buyers, guest checkout users, registered sellers, service providers, affiliates, and visitors who interact with our public pages or customer support channels.
Platform Touchpoints Covered
Product discovery, cart, checkout, and order tracking on the Gletra marketplace
Seller Panel operations including inventory management, payout requests, and performance analytics
Gletra Chat conversations between buyers, sellers, and service providers
Voice and video calls initiated through order threads or service booking workflows
Gletra Wallet top-ups, payments, refunds, cashback credits, and withdrawal requests
Home service bookings for electricians, plumbers, carpenters, cleaners, and appliance repair technicians
KYC document submission and identity verification workflows
This policy does not govern third-party websites linked from Gletra, payment gateway privacy practices beyond data we receive from them, or offline interactions that occur entirely outside our platform unless explicitly integrated with a Gletra transaction.
Categories of Information We Collect
Categories of Information We Collect
Information You Provide Directly
When you register, complete KYC, list products, or book services, we collect identifiers and contact details including your full name, email address, mobile number, delivery addresses, billing information, government-issued identification, GST registration numbers for business sellers, bank account details for payouts, professional certifications for service providers, and photographs submitted for profile or listing purposes.
Transaction and Communication Data
We retain order histories, invoice records, return and refund requests, service booking details, chat message content, call metadata such as duration and participant identifiers, customer support tickets, dispute filings, and review submissions. Wallet transaction ledgers, including top-up sources and withdrawal destinations, are maintained for regulatory and reconciliation purposes.
Data Category
Examples
Primary Purpose
Account Data
Name, email, phone, password hash
Authentication and account management
Commerce Data
Orders, payments, shipping labels
Transaction fulfilment and dispute resolution
KYC Data
Aadhaar, PAN, business registration
Regulatory compliance and fraud prevention
Communication Data
Chat messages, call logs, attachments
Service delivery and safety monitoring
Device Data
IP address, browser, app version
Security, analytics, and personalisation
How We Use Your Information
How We Use Your Information
Gletra uses personal data to operate, secure, and improve the platform. Processing activities include order and booking fulfilment, payment authorisation through PCI-DSS compliant partners, seller settlement via the Seller Panel, service provider dispatch and route optimisation, wallet balance management, personalised product recommendations, fraud and abuse detection, and compliance with tax and anti-money laundering obligations.
Legitimate Business Purposes
Matching buyers with verified sellers and qualified home service professionals in their service area
Enabling real-time chat and optional voice or video calls for pre-sale inquiries and post-booking coordination
Calculating commissions, processing refunds to original payment methods or Gletra Wallet, and generating tax invoices
Conducting identity verification and ongoing monitoring for high-risk accounts or unusual wallet activity
Sending transactional notifications about order status, service appointments, KYC outcomes, and security alerts
Training machine learning models for search relevance and fraud scoring using anonymised or aggregated datasets where permitted
We do not use your personal data for unrelated third-party advertising without explicit consent. Marketing communications are sent only where permitted by law and can be opted out through account settings or unsubscribe links.
Information Sharing and Disclosure
Information Sharing and Disclosure
Gletra shares personal information only as necessary to deliver our services, comply with legal obligations, or protect the rights and safety of our users. We do not sell personal data to data brokers or unrelated advertisers.
Recipients of Personal Data
Marketplace Sellers: Name, delivery address, phone number, and order details required to fulfil your purchase
Service Providers: Booking address, contact number, service description, and access instructions for in-home appointments
Payment Processors: Tokenised payment credentials and transaction amounts for authorisation and settlement
Logistics Partners: Shipping labels, recipient contact details, and proof-of-delivery requirements
Verification Partners: KYC document images and biometric match results for identity confirmation
Law Enforcement: Information disclosed when required by valid court orders, subpoenas, or regulatory directives
All third-party processors are bound by contractual data protection obligations and may use your information solely for the purposes we specify. Cross-border transfers, where applicable, are protected by standard contractual clauses and encryption in transit.
Chat, Voice, and Video Communication Privacy
Chat, Voice, and Video Communication Privacy
Gletra Chat is the primary communication channel between buyers, sellers, and service providers. Messages are stored on Gletra servers to support order history, dispute resolution, and safety investigations. While we implement encryption in transit and access controls, messages should not be treated as end-to-end encrypted unless explicitly indicated by a platform feature badge.
Call and Video Session Data
When you initiate a voice or video call through Gletra, we log session metadata including start and end times, participant user IDs, associated order or booking reference, and network quality indicators. Call audio and video streams are not recorded by default. Users who attempt to record calls without the consent of all participants violate our Call and Video Call Usage Policy and may face account suspension.
Report harassment or threats during calls using the in-call safety button or post-call feedback form
Do not share OTPs, full payment card numbers, or KYC document images during calls or chat
Gletra may review reported message content or call-related complaints under strict access controls
Wallet and Financial Data Handling
Wallet and Financial Data Handling
Gletra Wallet stores prepaid balances, promotional credits, and refund proceeds. Financial data associated with wallet operations is processed under enhanced security controls and retained in accordance with RBI prepaid payment instrument guidelines and our AML Policy.
Wallet-Related Data Practices
Top-up transactions are linked to your verified payment method; we store transaction references, not full card numbers
Withdrawal requests require completed KYC and validated bank account details matched to your registered identity
Wallet ledger entries are retained for a minimum of seven years for audit and regulatory purposes
Suspicious wallet activity triggers automated holds and manual review by our compliance team
Seller payout data processed through the Seller Panel includes settlement amounts, commission deductions, TDS certificates where applicable, and bank transfer confirmations. Sellers can export payout statements from the Seller Panel dashboard.
Data Retention and Deletion
Data Retention and Deletion
We retain personal data for as long as your account remains active and as necessary to fulfil the purposes described in this policy. Retention periods vary by data category and legal requirements.
Data Type
Retention Period
Deletion Trigger
Active account profile
Duration of account plus 90 days
Account deletion request
Order and invoice records
7 years from transaction date
Legal retention expiry
Chat messages
3 years from last activity
Automatic archival or user request
KYC documents
7 years after account closure
Regulatory retention expiry
Marketing preferences
Until opt-out plus 30 days
Unsubscribe or account deletion
You may request deletion of your account and associated personal data by contacting privacy@gletra.com or using the Account Settings privacy controls. Certain records must be retained for legal, tax, or dispute resolution purposes even after account deletion.
Your Privacy Rights and Choices
Your Privacy Rights and Choices
Depending on your jurisdiction, you may have rights to access, correct, delete, restrict, or port your personal data, and to object to certain processing activities. Indian users may exercise rights under the Digital Personal Data Protection Act, 2023. European Economic Area and United Kingdom users may exercise GDPR rights as described in our GDPR Compliance page.
How to Exercise Your Rights
Submit a request via privacy@gletra.com with your registered email and account verification
Use in-app privacy controls under Account Settings to download a data export or update contact details
Opt out of non-essential marketing emails through unsubscribe links or notification preferences
Manage cookie preferences through our Cookie Preferences panel or browser settings
We respond to verified privacy requests within 30 days. Complex requests may require an additional 30-day extension, of which you will be notified in writing.
Children's Privacy
Children's Privacy
Gletra is not intended for individuals under 18 years of age. We do not knowingly collect personal data from minors. If we become aware that a user under 18 has created an account or submitted KYC documents, we will promptly disable the account and delete associated personal data unless retention is required by law. Parents or guardians who believe a minor has provided information to Gletra should contact privacy@gletra.com immediately.
Policy Updates and Contact Information
Policy Updates and Contact Information
We may revise this Privacy Policy to reflect changes in our services, legal requirements, or industry best practices. The "Last Updated" date at the top of this page indicates the most recent revision. Continued use of Gletra after the effective date of an updated policy constitutes acceptance of the revised terms.
Postal correspondence: Gletra Technologies Pvt. Ltd., Privacy Office, Bengaluru, Karnataka, India
Frequently Asked Questions
No. Gletra does not sell, rent, or trade your personal data to third-party advertisers or data brokers. We use data internally to operate the marketplace, process transactions, and improve user experience. Marketing communications are sent only with appropriate consent and can be opted out at any time through account settings.
Gletra Chat messages are confidential between conversation participants and protected by encryption in transit and strict access controls on our servers. However, messages are not end-to-end encrypted by default and may be reviewed by authorised Gletra personnel when reported for abuse, fraud, or dispute resolution. Never share OTPs, passwords, or full payment card details in chat.
Sellers receive the information necessary to fulfil your order: your name, delivery address, contact phone number, order items, and any special delivery instructions you provide. Sellers do not receive your full payment card details, KYC documents, or Gletra Wallet balance. Payment processing is handled entirely by Gletra and our PCI-DSS compliant payment partners.
Order and financial transaction records are retained for seven years to comply with tax and regulatory requirements. KYC documents submitted for seller, service provider, or wallet withdrawal verification are retained for seven years after account closure. Chat messages are typically retained for three years. You may request earlier deletion where legally permitted by contacting privacy@gletra.com.
Yes. You may request account deletion through Account Settings or by emailing privacy@gletra.com. We will delete or anonymise personal data not subject to legal retention obligations within 30 days of verifying your identity. Certain transaction records, KYC documents, and dispute-related data must be retained for regulatory compliance even after account deletion.
When you book a home service, we share your service address and contact number with the assigned provider so they can reach your location. Precise GPS coordinates are shared only during active service tracking with your in-app consent. You can disable location sharing in device settings, though this may limit certain dispatch and tracking features.
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.
