Privacy Policy

1. Who this Privacy Policy applies to

This Policy applies to individuals using HORE as customers, prospective buyers, tenants, investors, property owners, sellers or other users of HORE's customer-facing services.

Separate privacy terms may apply to Realtors, developers, employees, partners, vendors or business users where HORE provides them with a separate application, dashboard or contractual service.

2. Who controls your personal data

Your registered company legal name operates the HORE customer platform and determines the purposes and means for which customer personal data is processed, except where another organisation independently determines how it processes data provided to it.

For example, an independently operating Realtor, developer, payment provider, messaging provider or other third party may separately become responsible for personal data that it receives and processes for its own lawful purposes.

HORE's privacy and grievance contact is: grievance@hore.in.

3. Personal data we may collect

The personal data collected depends on the HORE features that you choose to use.

• Account and identity data: name, mobile number, email address, profile picture, account identifier, login status and authentication/session information.
• OTP and authentication data: mobile number, OTP request information, authentication timestamps, verification status, security events and related login records.
• Property-search preferences: city, locality, property type, buy/rent/invest intent, budget range, bedroom preference, project preference, saved searches and similar requirements provided by you.
• Property activity: properties viewed, saved, shortlisted or compared, enquiries created, Realtor connections, property journey status and actions taken through HORE.
• Realtor-allocation data: assigned Realtor, connection status, acceptance or allocation events, Realtor-change requests, reasons provided for a change and historical allocation records.
• Site-visit information: requested visit dates, schedules, property/project involved, assigned Realtor and visit status.
• Seller-property information: property type, project or locality, expected price, description, amenities, ownership-related details that you voluntarily provide, inspection address, contact details and verification or inspection status.
• Photos, videos and uploaded media: property photographs, property videos, profile images and other files you choose to upload. Files may also contain technical metadata associated with the uploaded media.
• Communications: messages exchanged through HORE, customer-support requests, grievances, feedback, seller-Realtor messages and information voluntarily included in those communications.
• AI interaction data: questions, prompts, conversation context, responses, feedback and property-related context processed when you use an AI-enabled HORE feature.
• Notification data: push-notification token, notification preferences, notification-delivery information and engagement information where available.
• Device and technical data: IP address, browser type, device information, operating system, app version, language, timestamps, request logs, error logs, crash information, security logs and similar technical identifiers.
• Consent and privacy records: the version of the privacy notice or terms shown to you, consent choices, withdrawal requests, timestamps and related audit records where those facilities are enabled.
• Location information: city, locality or other location that you provide. Where an optional feature requests device location, location is collected only after the relevant permission or choice is provided.

4. Information we do not normally need

HORE's standard customer service is not designed to require medical records, health information, biometric information, passwords for third-party services, bank-account passwords, card PINs or unrelated government identity documents.

Do not upload Aadhaar, PAN, bank statements, passwords, private keys, medical documents or other highly sensitive material into a property description, chat, photo, video or AI prompt unless HORE specifically provides a secure feature requesting that particular information for a legitimate purpose.

5. How we collect information

HORE may collect personal data:

• directly from you when you create or update an account;
• when you authenticate using an OTP;
• when you search, save, compare or enquire about a property;
• when you request or communicate with a Realtor;
• when you request a site visit;
• when you change or request a change of Realtor;
• when you submit a property for sale;
• when you upload property photographs or videos;
• when you use HORE chat or AI-enabled functionality;
• when you contact support or submit a grievance;
• automatically from the app, website, browser, server and security systems when you use HORE; and
• from Realtors, developers or service providers when required to update the status of a service you requested.

6. Why HORE processes personal data

We may process personal data to:

• create, authenticate and secure your HORE account;
• determine whether an account associated with your mobile number already exists and direct you to login or registration accordingly;
• provide property discovery, search, recommendation, save, comparison and enquiry functionality;
• understand the property requirements voluntarily supplied by you;
• connect your enquiry with an appropriate HORE-listed Realtor;
• manage Realtor acceptance, allocation, reassignment and change-Realtor workflows;
• arrange or manage site visits;
• operate the Sell Property flow, including Realtor requests, Realtor acceptance, customer selection, property inspection, verification and publication;
• provide chat and maintain the context of your property journey;
• provide customer support and resolve complaints, disputes or grievances;
• deliver transactional alerts, security messages, enquiry updates, Realtor updates and other service notifications;
• provide AI-enabled assistance or property-related responses where you choose to use that feature;
• maintain service reliability, detect errors and improve product performance;
• prevent fraud, spam, abuse, duplicate accounts, unauthorised access and other security incidents;
• investigate suspected misconduct or misuse of the service;
• create records necessary for disputes, audits and compliance;
• comply with lawful requests, orders and applicable legal obligations; and
• send promotional communication where you have chosen to receive it or where such communication is otherwise permitted by applicable law.

7. Consent and other permitted processing

Where consent is the appropriate basis for processing, HORE will seek consent through an affirmative action or another legally recognised mechanism.

HORE may also process personal data in circumstances permitted by applicable law, including where you voluntarily provide information for a specified service requested by you, or where processing is required or authorised by law.

Where processing depends on your consent, you may withdraw that consent through the means made available by HORE. Withdrawal does not make earlier lawful processing invalid and may prevent HORE from continuing a feature that necessarily requires the relevant data.

8. Property enquiries and Realtor assignment

When you enquire about a property, HORE may share information reasonably necessary to respond to that enquiry with the Realtor assigned or connected to it.

This can include your name, contact information, property of interest, stated budget or requirements, enquiry status, preferred visit information and relevant messages or journey information.

HORE may use allocation logic, availability, Realtor eligibility, service status or other platform rules to determine which Realtor may receive an opportunity to connect with an enquiry.

9. Changing your Realtor

If you request a different Realtor, HORE may process the reason for that request and information necessary to reassign or continue your property enquiry.

The newly assigned Realtor may receive relevant enquiry information required to continue assisting you.

Access of a previous Realtor may be restricted after reassignment, although HORE may retain historical assignment, communication or audit records where reasonably necessary for security, dispute resolution, fraud prevention or legal compliance.

10. Sell Property — special privacy rules

When you use Sell Property, HORE processes information supplied by you in order to identify interested or eligible Realtors, organise inspection and, where applicable, publish the property.

Before you finally select a Realtor, eligible Realtors considering your request may receive information such as:

• general property details;
• property type and locality;
• expected price;
• description;
• property photographs;
• property video; and
• other information reasonably necessary to evaluate the request.

HORE intends to limit disclosure of your exact inspection address and direct owner contact information until the workflow requires that information, such as after you select an appropriate Realtor who has accepted the request.

The selected Realtor may then use the information to contact you, arrange an inspection, verify the property and update inspection status.

If the property is approved for publication, information intended for the listing — including approved property photos, video, locality, description, price and property characteristics — may become visible to HORE users or the public depending on the listing configuration.

11. Property photos and videos

Only upload property media that you have the right to provide to HORE.

Avoid uploading photographs or videos containing unrelated personal documents, financial information, children, private conversations, vehicle numbers or identifiable individuals where that information is not required for the property listing.

HORE may store, resize, compress, transcode, moderate or otherwise technically process uploaded media in order to host, display, secure or deliver the relevant HORE feature.

12. Chat and messages

HORE stores messages sent through HORE's in-platform chat features so that conversations, property enquiries, seller workflows and customer journeys can function.

Messages may also be accessed where reasonably necessary for customer support, dispute resolution, security investigation, fraud or abuse prevention and legal compliance.

Do not send passwords, OTPs, bank PINs, private keys or unrelated sensitive documents through HORE chat.

13. Telephone, WhatsApp and other calls

HORE does not record ordinary telephone or WhatsApp voice calls by default merely because a customer and Realtor communicate through contact information associated with HORE.

HORE may retain call-related operational information available to the platform, such as that a contact or call action was initiated, the time of an event, delivery status or service outcome, where required for the relevant feature.

If HORE introduces a feature that records, transcribes or analyses audio or video, HORE will provide an appropriate notice and obtain any consent required by applicable law before such recording or processing begins.

14. OTP and messaging providers

HORE may use third-party communications infrastructure to deliver OTPs and service messages, including WhatsApp-based or SMS-based communication.

To deliver those messages, your mobile number, OTP transaction information and limited delivery information may be transmitted to the relevant communications provider and network/platform involved in delivering the message.

Those providers may process information according to their own applicable terms and privacy obligations in addition to their role as a HORE service provider.

15. AI-enabled features

If you use a HORE AI feature, HORE may process the text you submit, relevant property context, conversation context and generated response in order to provide that feature.

HORE may use an external AI or cloud technology provider to process the information necessary to produce a response.

Do not place unnecessary identity documents, bank information, passwords, OTPs or other highly sensitive information into an AI prompt.

AI-generated responses may contain errors and should not be treated as a substitute for independent legal, financial, technical, valuation or property-title advice.

16. Automated recommendations and matching

HORE may use automated rules or algorithms to rank or recommend properties, identify potentially suitable Realtors, prioritise opportunities, detect suspicious activity or personalise parts of the service.

Such automated functionality is intended to assist discovery, matching and platform operation. It does not by itself transfer ownership of property, conclude a property transaction or guarantee that a Realtor, property or recommendation is suitable for you.

17. Notifications

HORE may use push-notification services to send enquiry updates, Realtor connection updates, seller-request updates, inspection information, account-security alerts and other service messages.

This can require HORE and its push-notification provider to process a device or application notification token.

You may normally control push-notification permissions from your device or browser settings. Disabling optional notifications may not prevent essential account or security communication through another available channel.

18. Promotional communication

Service-related communication is different from promotional communication.

Where required, HORE will obtain an appropriate choice before sending promotional messages. You may withdraw an optional marketing choice using the unsubscribe, preference or request mechanism made available to you.

Even after opting out of promotional communication, HORE may continue sending necessary OTPs, security alerts, enquiry updates, service notices or communications required to provide a service you requested.

19. Cookies, local storage and similar technology

The HORE website or web application may use cookies, local storage, session storage or similar technologies required for login, preferences, security, navigation and reliable operation.

HORE may also use analytics or advertising-related technology where enabled. Where applicable law requires consent for a particular use, HORE will provide an appropriate choice.

Browser controls may allow you to remove or block stored data. Blocking technology required for authentication or security can cause parts of HORE to stop functioning correctly.

20. App and device permissions

Depending on the feature you use, HORE may request access to device capabilities such as notifications, camera, photo/media selection or location.

A permission request does not mean that HORE continuously accesses that capability. Access should occur according to the permission granted and the feature for which it is required.

You can normally review or revoke device permissions through your operating-system or browser settings, although the related feature may then stop working.

21. Who we may share information with

HORE does not sell or rent your personal data as a standalone product. HORE may share information where reasonably necessary with:

• Realtors who receive, accept or are assigned to a relevant property enquiry or seller request;
• a replacement Realtor where you request or receive a reassignment;
• developers, project representatives or property teams where needed to respond to your enquiry, confirm property information or arrange a requested service;
• cloud-hosting, database, storage, content-delivery and backup providers;
• OTP, WhatsApp, SMS, email and communications providers;
• push-notification providers;
• AI technology providers where an AI feature is used;
• analytics, error-monitoring or security providers where enabled;
• professional advisers such as lawyers, auditors or consultants where reasonably necessary;
• regulators, law-enforcement bodies, courts or government authorities where disclosure is required or permitted by applicable law; and
• parties involved in a genuine corporate restructuring, investment, acquisition, merger or transfer of business, subject to appropriate confidentiality and legal safeguards.

22. Service providers and data processors

HORE uses technology vendors and other service providers to operate parts of the platform.

Where a provider processes personal data on behalf of HORE, HORE will seek to impose appropriate contractual, confidentiality and security requirements consistent with applicable law and the service being provided.

Providers can change as HORE's infrastructure evolves. A change of technical provider does not authorise HORE to use your personal data for an unrelated purpose.

23. Disclosure required by law

HORE may preserve or disclose information where reasonably necessary to comply with applicable law, legal process, a lawful government request, court order or regulatory requirement.

Information may also be processed where permitted by law for the prevention, detection, investigation or prosecution of offences, fraud, cyber incidents, threats to safety or misuse of HORE.

HORE will not treat a request merely claiming to be from an authority as automatically valid and may take reasonable steps to assess the authority and scope of the request where permitted.

24. Data retention

HORE does not intend to keep personal data indefinitely merely because it was collected.

Retention depends on the purpose, the status of your account or enquiry, security requirements, dispute risk and applicable legal obligations.

• Account information may be retained while your account remains active and for an appropriate period afterwards where required.
• Property-enquiry and Realtor-allocation records may be retained while the enquiry is active and afterwards where necessary for dispute resolution, fraud prevention, audit or compliance.
• Seller-property information and inspection records may be retained while the request or listing is active and for an appropriate period after cancellation, closure or publication.
• Messages may be retained where necessary to maintain the property journey, investigate disputes or satisfy legal requirements.
• Consent, withdrawal and privacy-request records may be retained to demonstrate the choices made and HORE's response.
• Security and processing logs may be retained for the minimum or longer period required by applicable law and security needs.
• Backups may continue to contain deleted information temporarily until backup copies are overwritten or securely retired in the ordinary backup lifecycle.

When retention is no longer reasonably necessary, HORE will delete, anonymise or otherwise put the information beyond ordinary use, subject to applicable legal requirements.

25. Account deletion and erasure

Where HORE provides an account-deletion or data-rights function, you may use that function to request deletion of eligible personal data.

Account deletion does not necessarily require immediate deletion of every record. HORE may retain information where it remains necessary for an active service, legal obligation, security investigation, fraud prevention, exercise or defence of legal claims, dispute, outstanding seller/property process or another purpose permitted by applicable law.

Information retained only for such a restricted purpose will not be treated as permission to use it for unrelated marketing or ordinary product activity.

26. Security

HORE uses reasonable technical and organisational safeguards designed to protect personal data against unauthorised access, alteration, disclosure, loss or destruction.

Depending on the system and risk, safeguards may include authentication, encrypted network transport, access restrictions, credential management, logging, monitoring, backups, environment separation and controls applied to service providers.

No website, application, database, cloud service or method of internet transmission can guarantee absolute security.

You are responsible for protecting access to your device, SIM, messaging accounts and OTPs. HORE will never require you to publicly disclose an OTP or password in a property listing or chat.

27. Personal-data breaches

HORE maintains processes intended to investigate and respond to suspected personal-data or security incidents.

Where applicable law requires notification of an affected individual, the Data Protection Board of India or another authority, HORE will provide the required notification and information within the applicable legal timeframe.

A notification may describe the nature of the incident, likely consequences, mitigation measures, recommended steps for affected users and an appropriate HORE contact.

28. Data stored or processed outside India

HORE or its technology providers may use infrastructure located in India or other jurisdictions.

Where personal data is processed outside India, HORE will comply with transfer restrictions and localisation requirements applicable to the relevant data, service provider or category of processing.

If Indian law prohibits or restricts transfer of particular personal data to a country, territory or class of provider, HORE will apply those restrictions when they are applicable.

29. Children

HORE customer accounts are intended only for persons who are at least 18 years old.

Real-estate enquiries, seller-property submissions, Realtor engagement and related transaction activity are intended for adults. A person below 18 should not independently create or operate a HORE customer account.

If HORE becomes aware that personal data of a child has been processed contrary to applicable requirements, HORE may restrict the account, request appropriate verification or consent where legally permitted, and delete data where required.

30. Your privacy choices and rights

Depending on the law in force at the relevant time and the nature of the processing, you may have rights or HORE-provided controls relating to:

• obtaining information about personal data being processed;
• obtaining information regarding processing activities and certain recipients with whom data has been shared;
• correcting inaccurate or misleading personal data;
• completing incomplete personal data;
• updating personal data;
• requesting erasure where continued retention is not necessary or legally permitted;
• withdrawing consent where consent is the basis of processing;
• submitting a grievance;
• managing optional communication or notification preferences; and
• nominating another individual to exercise prescribed rights in the event of death or incapacity, when that statutory right and the applicable procedure are in force.

Visit Privacy & Data Rights for the request mechanism made available by HORE.

31. Verifying a privacy request

HORE may need to verify that a person making an access, correction, deletion, consent or grievance request is the relevant account holder or is otherwise legally authorised to act for that person.

Verification may use an account identifier, registered mobile number, OTP or another proportionate method.

HORE should not request more information than reasonably necessary to authenticate and process the request.

32. Your responsibility for accurate information

Please provide information that is accurate and relates to you or that you are authorised to provide.

Do not impersonate another person, knowingly submit false ownership or identity information, or use another person's contact details without authority.

Where applicable law imposes duties on individuals exercising privacy rights, those duties continue to apply.

33. Grievance redressal

If you believe HORE has incorrectly processed your personal data, failed to act on a privacy request, disclosed information inappropriately or otherwise failed to meet an applicable privacy obligation, contact:

grievance@hore.in

Please provide enough information for HORE to identify the relevant account or event and investigate the grievance, but do not send passwords, OTPs or unnecessary sensitive documents.

Where the Digital Personal Data Protection Act's grievance and Board complaint provisions are applicable, you may have the right to approach the Data Protection Board of India after using HORE's grievance-redressal opportunity in the manner required by law.

34. Third-party websites and services

HORE may contain links or actions that open a Realtor's service, developer website, WhatsApp, maps, payment facility or another third-party product.

Once you independently interact with a third-party service, that party's own privacy terms may govern information it collects for its own purposes.

This HORE Privacy Policy does not make HORE responsible for an independent third party's privacy practices.

35. Changes in ownership or business structure

If HORE or the business operating HORE participates in a merger, acquisition, financing, restructuring, sale of assets or similar corporate transaction, personal data may be reviewed or transferred as part of that transaction where legally permitted.

Any successor receiving personal data remains subject to applicable privacy obligations and any additional notice required by law.

36. Changes to this Privacy Policy

HORE may update this Privacy Policy when its services, technology, processing activities, providers or legal obligations change.

The latest version and effective date will be published through the HORE website or application.

Where a change materially affects the purpose for which personal data is processed or where applicable law requires a new notice or consent, HORE will provide the additional notice or choice required by law.

37. Contact HORE

For questions about this Privacy Policy, your personal data, consent, account deletion or a privacy grievance, contact:

grievance@hore.in

You may also use HORE's Privacy & Data Rights page where that facility is available.