Terms & Legal Policies

End User License Agreement (EULA)

Applicable where platform-specific requirements apply

For users accessing the app on Apple devices, the Apple Standard End User License Agreement may also apply: https://www.apple.com/legal/macapps/stdeula/

Terms of Use

Governs overall contractual framework, eligibility, conduct, and dispute resolution

For the purposes of these Terms, unless the context otherwise requires:

• "Account" — the registered user account created by a User to access the Platform.
• "Applicable Law" — all laws, rules, regulations, notifications, circulars, directions, orders, judgments, and governmental requirements applicable to the Company, the Platform, or the User.
• "Platform" — the Unarranged website, mobile application, associated services, interfaces, software, communication channels, and features made available by the Company.
• "Paid Services" — any subscription, premium feature, add-on, verification feature, visibility enhancement, communication unlock, or other monetised service offered by the Company.
• "User Content" — all data, profile details, text, images, videos, voice notes, documents, preferences, declarations, chat content, metadata, and any other material uploaded, posted, submitted, or transmitted by a User through the Platform.
• "Verification Tools" — any internal or third-party systems used for onboarding, identity review, document checks, selfie checks, fraud detection, or profile validation.

Unarranged is a technology-enabled matrimonial introductions platform. It enables eligible individuals to create profiles, search and discover profiles, communicate through designated features, and explore potential matrimonial compatibility.

The Platform is not:

• A marriage bureau
• A marriage broker or intermediary negotiator
• A licensed matrimonial agent
• A counsellor, therapist, or advisor
• A legal, immigration, family, or personal law consultant
• An investigator, detective, or independent verifier of truthfulness
• A guarantor of matrimonial outcomes

The Company does not undertake to procure, broker, negotiate, facilitate, or conclude any marriage, engagement, or alliance beyond the provision of the Platform and its digital features.

You may use the Platform only if:

• You are at least 18 years of age if you are a woman, or at least 21 years of age if you are a man
• You are legally competent to contract under the laws applicable to you
• You are legally eligible to seek marriage under the laws applicable to you
• Your use of the Platform is not prohibited by any court, regulator, authority, or law
• All information supplied by you is true, complete, current, and not misleading

Minors are strictly prohibited. Any account found to be created or used by a minor shall be suspended or terminated without notice.

Profiles may only be created and managed by the actual prospective bride or groom concerned. No parent, guardian, relative, broker, religious authority, introducer, agent, or other representative may create or operate an account on behalf of a User.

Eligible users located outside India, including Non-Resident Indians (NRIs), Overseas Citizens of India (OCIs), Persons of Indian Origin (PIOs), and persons of Indian descent, may use the Platform subject to:

• Compliance with these Terms
• Compliance with the laws applicable in their place of residence
• Their own responsibility for determining whether use of the Platform is lawful in their jurisdiction

A User may maintain only one Account unless expressly authorised in writing by the Company. Multiple accounts, shadow accounts, backup profiles, impersonation accounts, or duplicate registrations are prohibited.

To create an Account, you may be required to provide details including your name, age, date of birth, gender, contact details, educational details, occupational details, location, photographs, and other profile data.

You represent and warrant that all registration and profile information:

• Is true, accurate, and complete
• Is not misleading by statement, omission, or implication
• Is lawfully disclosed by you
• Will be kept updated promptly where changes occur

You must not use:

• Fake names or impersonated identities
• Manipulated, misleading, or unauthorised images
• Content that is obscene, violent, abusive, hateful, or unlawful
• False statements regarding age, marital status, religion, profession, health, or intent

The Company reserves the right to reject, suspend, or delete any registration or profile that appears incomplete, suspicious, unlawful, inconsistent with the Platform's policies, or otherwise unsuitable for the Platform.

You are solely responsible for the confidentiality and security of your login credentials, one-time passwords, devices, and any authentication mechanism associated with your Account.

All activities conducted through your Account shall be deemed to have been performed or authorised by you unless and until you notify the Company of unauthorised access through the prescribed mechanism.

You must immediately report suspected phishing, hacking, credential compromise, or unauthorised use of your Account to hopelocksupport@gmail.com.

Upon suspected compromise, the Company may suspend the Account, require re-verification, restrict certain functions, or take such action as it deems necessary to preserve platform security.

The Company may, from time to time, require or offer verification steps, including email verification, mobile OTP verification, selfie capture, device checks, government ID review, fraud screening, or third-party identity tools.

You expressly acknowledge that Verification Tools are limited in nature and do not have a 100% success rate. Verification outputs do not guarantee identity, intent, honesty, safety, legal eligibility, family standing, character, or matrimonial suitability.

No badge, verification marker, or onboarding outcome shall be construed as certification of:

• Criminal record status
• Civil litigation history
• Financial standing
• Emotional maturity
• Matrimonial intent
• Long-term compatibility

Verification may depend on third-party providers, data quality, device conditions, user honesty, and system limitations. The Company shall not be liable for any false negative, false positive, failure to detect fraud, or verification disruption caused by such dependencies.

You are solely responsible for all User Content submitted, uploaded, posted, transmitted, displayed, or communicated through the Platform.

You shall ensure that User Content:

• Is lawful
• Does not infringe any third-party rights
• Is not false, misleading, or deceptive
• Is not obscene, hateful, threatening, abusive, or defamatory
• Does not contain malware, malicious links, scraping tools, or technical interference code

The Company may, but is not obliged to, review, moderate, restrict, remove, disable, or retain User Content where it reasonably believes such content:

• Violates these Terms or applicable law
• Is unsafe or harmful
• Exposes the Company to legal, regulatory, or commercial risk

You grant the Company a non-exclusive, worldwide, royalty-free, sublicensable licence to host, store, reproduce, process, display, adapt, transmit, and use User Content as reasonably necessary to operate, secure, moderate, improve, promote, and legally administer the Platform, subject to the Privacy Policy.

• Impersonating another person
• Using false age, identity, marital status, or profile facts
• Uploading unauthorised photographs or third-party personal data
• Creating fake, duplicate, or misleading profiles

• Threatening, stalking, harassing, intimidating, or blackmailing another User
• Engaging in repeated unwanted communication
• Using obscene, sexually explicit, or abusive language
• Publishing or circulating defamatory, communal, caste-based, or hateful content

• Soliciting money, gifts, loans, investments, or financial assistance
• Promoting dowry arrangements
• Carrying out romance scams, phishing, or economic deception
• Using the Platform to obtain financial details from other Users

• Using bots, scripts, scraping tools, or automation
• Reverse-engineering or tampering with the Platform
• Harvesting data
• Interfering with platform operations, moderation, or security systems

• Advertising services or running lead-generation activity
• Conducting commercial matchmaking or brokerage
• Using the Platform for solicitation, brokerage, or other business uses not expressly permitted

You shall not upload, transmit, seek, distribute, store, or engage in any content or conduct involving child sexual abuse material, sexual exploitation of minors, grooming, or any prohibited interaction involving minors. The Company maintains absolute zero tolerance and shall preserve records and report such conduct to competent authorities under POCSO, Section 67B of the IT Act, 2000, and all applicable child safety laws. Violations shall result in immediate account termination.

The Company may offer free and paid features. Paid Services may include premium access, visibility tools, communication unlocks, or other features.

Payment for Paid Services does not guarantee:

• A match
• A reply
• Increased compatibility
• Engagement
• Marriage

Prices, taxes, billing cycles, benefits, and duration of Paid Services will be disclosed at the point of purchase. The Company may revise future pricing at its discretion.

Purchases made through Apple App Store Billing or Google Play Billing may be additionally subject to the billing rules, purchase controls, and refund mechanisms of those platforms. The Company cannot override such ecosystem-level controls to the extent purchases are processed through those billing systems.

At launch stage, the Platform does not offer subscription pausing, subscription gifting, or transfer of subscription benefits unless expressly introduced in writing by the Company at a future date.

Refunds, if any, shall be governed exclusively by the Refund and Cancellation Policy. In case of inconsistency on refund-specific matters, the Refund and Cancellation Policy shall prevail.

The Platform may use third-party service providers for categories including:

• Hosting and infrastructure
• Notifications and communications
• Analytics and crash monitoring
• Billing and app-store services
• Verification and onboarding
• Mapping and location-related services

The Company does not warrant the uninterrupted availability, accuracy, or reliability of third-party systems. The Company shall not be liable for outages, interruptions, billing failures, verification disruptions, notification delays, or technical errors attributable to third-party service providers.

Your personal data will be collected, processed, stored, shared, retained, and protected in accordance with the Privacy Policy. Review it carefully before using the Platform.

Users must exercise independent judgment, safety precautions, and due diligence before:

• Sharing personal details
• Moving conversations off-platform
• Meeting physically
• Making commitments
• Proceeding toward engagement or marriage

The Company shall not be responsible for the acts, omissions, misrepresentations, criminal conduct, harassment, coercion, emotional abuse, financial fraud, or violence of Users occurring off-platform or outside Company-controlled systems.

Users should read and follow the Safety Tips Policy. Failure to do so does not create liability for the Company.

The Company may suspend, restrict, disable, or terminate any Account or feature, temporarily or permanently, with or without prior notice, if it reasonably believes that:

• The User has breached these Terms
• The User has violated law or policy
• The User poses a safety or fraud risk
• The User has misused billing systems or made abusive refund or chargeback claims
• The Account is compromised or suspicious
• Action is required for security, legal, or regulatory reasons

Where termination or suspension arises from breach, misconduct, fraud, payment abuse, or policy violations, no refund shall be payable except where mandated by non-excludable law.

Upon termination:

• Your right to access the Platform ceases
• The Company may retain necessary records for compliance, fraud prevention, disputes, and legal defence
• Ongoing investigations, claims, or proceedings may continue

To the fullest extent permitted by law, the Platform and all services are provided on an "as is" and "as available" basis. The Company disclaims all express, implied, statutory, or other warranties, including without limitation:

• Merchantability
• Fitness for a particular purpose
• Uninterrupted availability
• Accuracy of user profiles
• Success of any match or relationship
• Non-infringement, except to the extent non-excludable
• Absence of errors, defects, malware, or vulnerabilities

To the fullest extent permitted by law, the Company shall not be liable for:

• Indirect, incidental, special, punitive, exemplary, or consequential damages
• Emotional distress, disappointment, humiliation, social or reputational harm
• Failed matches, failed engagements, or failed matrimonial outcomes
• Loss of data, opportunity, profits, or platform visibility
• Financial scams or private dealings between Users
• User-generated misrepresentations or third-party misconduct
• App-store billing disruptions, third-party outages, or verification failures

In no event shall the aggregate liability of the Company exceed the actual fees paid by the affected User for the specific disputed Paid Service during the twelve months immediately preceding the cause of action.

You agree to indemnify, defend, and hold harmless the Company, its affiliates, directors, officers, employees, agents, licensors, and service providers from and against any claims, complaints, proceedings, losses, damages, liabilities, penalties, costs, and expenses (including legal fees) arising from or relating to:

• Your User Content
• Your breach of these Terms or any policy
• Your violation of law
• Your fraud, harassment, abuse, or financial misconduct
• Your misuse of the Platform
• Any third-party claims caused by your acts or omissions

The Company shall not be liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, internet outages, cyberattacks, war, pandemic, civil unrest, governmental action, app-store disruption, infrastructure failure, or third-party service failure.

These Terms shall be governed by the laws of India. Any dispute, controversy, or claim arising out of or in connection with these Terms or the Platform shall, if not amicably resolved, be referred to arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Kochi, Kerala. Subject to the arbitration framework and applicable law, courts at Kochi, Kerala shall have exclusive jurisdiction.

Any complaint, report, takedown request, privacy grievance, harassment complaint, or refund-related dispute shall be addressed through the Grievance Redressal Policy and such channels as the Platform makes available.

The Company may amend, revise, or replace these Terms from time to time. Revised Terms may be notified through the Platform, by email, or by publication. Continued use after such revision constitutes acceptance of the revised Terms.

If any provision of these Terms is held invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect to the maximum extent permitted by law.

These Terms, read together with the Privacy Policy, Disclaimer Policy, Refund and Cancellation Policy, Grievance Redressal Policy, and Safety Tips Policy, constitute the entire agreement between the User and the Company in relation to the Platform.

Refund & Cancellation Policy

Governs cancellations, refund eligibility, billing reversals, and chargebacks

The services made available through the Platform are digital, access-based, feature-based, time-bound, visibility-based, or otherwise personalised technology services. Such services may include subscriptions, premium access, visibility enhancements, communication unlocks, verification-linked services, or other monetised features introduced from time to time.

The Platform does not ordinarily sell physical goods under this Policy. Refund expectations applicable to physical consumer goods, return logistics, or tangible product replacement do not apply to digital feature access, matchmaking visibility, or communication utilities.

Users acknowledge that payment is made for access to certain Platform functionalities, not for any guaranteed matrimonial outcome, relationship success, compatibility result, user response, or marriage.

By clicking "pay", "subscribe", "continue", "buy now", "activate", "renew", "confirm", or any similar call-to-action, or by otherwise completing a transaction on the Platform or through an app-store ecosystem, you expressly:

• Authorise the billing event
• Consent to the activation or commencement of the selected Paid Service
• Accept this Policy and the governing legal framework of the Platform

No oral statement, chat statement, sales representation, support statement, or informal assurance inconsistent with this Policy shall alter refund eligibility unless expressly confirmed in writing by the Company through an authorised official channel.

Except as expressly set out in this Policy or where non-excludable law requires otherwise, all payments made for Paid Services are non-refundable, non-transferable, and non-adjustable once the relevant service has been activated, made available, materially delivered, or accessed.

Users acknowledge that:

• Digital services may commence immediately upon activation
• Premium visibility and profile exposure begin once enabled
• Communication unlocks and feature entitlements may be consumed instantly or progressively
• The value of such services cannot always be "returned" after activation

No refund shall arise merely because a User:

• Did not receive responses
• Did not find a suitable match
• No longer wishes to use the Platform
• Found another match elsewhere
• Changed their mind
• Disagreed with profile quality
• Considered the service unsuccessful
• Failed to use the service despite it being available

Unless expressly approved under this Policy, the following are strictly non-refundable:

All monthly, quarterly, annual, recurring, auto-renewed, or promotional subscription fees.

Any paid enhancement or feature, including but not limited to: visibility boosts; spotlight or priority display; communication unlocks; premium filters or discovery tools; verification-linked paid features; concierge-like or assistance features, if introduced.

Any onboarding charges, document review charges, fraud-screening charges, verification charges, or comparable processing fees.

Any taxes, app-store levies, payment intermediary charges, foreign exchange losses, banking charges, or third-party deductions not retained by the Company.

Any unused, underused, or partly consumed subscription period, feature duration, or remaining access window.

You may stop using the Platform or terminate your account at any time, subject to the Terms of Use.

A User who voluntarily cancels, deletes, abandons, or stops using the Platform shall not be entitled to a pro-rata refund, part-refund, rollover, adjustment, or carry-forward benefit for the remaining subscription period unless expressly provided by the Company in writing.

Where Paid Services have already been activated or made available, cancellation does not negate the fact of service commencement or restore refund eligibility.

If the Company suspends, restricts, disables, or terminates an Account because of breach of Terms, fraud concerns, abusive conduct, policy violations, impersonation, payment abuse, harassment, child-safety or CSAM violations, legal complaint, or regulatory risk — no refund shall be payable except to the limited extent required by non-excludable law.

Temporary suspension or feature restriction for security review, fraud checks, suspicious activity, or grievance investigation shall not by itself entitle the User to a refund.

Refunds may be considered only in narrowly defined and objectively verifiable circumstances:

A duplicate charge for the same Paid Service, where the User has been charged more than once for the same transaction or entitlement.

A demonstrable and traceable error resulting in excess billing beyond the pricing disclosed at checkout.

A situation where: (a) the payment was successfully captured; (b) the paid entitlement was not delivered at all; and (c) the non-delivery was caused by a Platform-side technical failure rather than the User's device, network, app version, misuse, or app-store issue.

A payment shown, after reasonable verification, to be unauthorised or fraudulent, subject to: (a) timely reporting by the User; (b) internal review; (c) payment-channel and device-level inquiry; (d) absence of evidence that the service was used through the User's own account or device environment.

If a renewal charge is disputed, a refund may be considered only where: (a) the complaint is raised within 72 hours of the renewal charge; (b) the renewed entitlement has not been materially accessed or used; and (c) no contrary app-store or gateway constraint prevents such refund.

No refund shall be presumed, inferred, or demanded on any basis not expressly recognised in this Policy unless required by applicable law.

All refund requests must be submitted in writing to hopelocksupport@gmail.com or through the designated grievance/refund mechanism made available by the Platform.

Unless a shorter or longer period is expressly required by law or app-store rules, refund requests should be submitted within seven (7) calendar days of the disputed transaction or billing event. Auto-renewal disputes should be raised within seventy-two (72) hours of the disputed renewal.

A refund request must include, to the extent applicable:

• Full registered name
• Registered email address and/or mobile number
• User ID
• Transaction ID
• Date and time of payment
• Payment channel used
• Detailed factual basis of the refund claim
• Screenshots, statements, error records, or other evidence

The Company may reject claims that are incomplete, vague, unverifiable, abusive, contradictory, stale, or unsupported by reasonably requested evidence.

All refund claims are subject to internal review, which may include: transaction audit; entitlement-delivery logs; login and access records; feature usage records; device and app-environment indicators; payment-channel confirmation; fraud review or security review.

Where the Policy states that a refund "may be considered," it means the Company retains discretion, acting reasonably and in good faith, to accept or reject the claim based on evidence, system records, operational facts, and legal constraints.

Submission of a refund request does not create any presumption that a refund is due.

The Company's decision on refund eligibility shall be final for internal purposes, subject to any rights a User may have under non-excludable law or applicable grievance mechanisms.

If a refund is approved, the Company shall ordinarily endeavour to process the refund within fifteen (15) business days from the date of approval, subject to banking channels, app-store rules, intermediary delays, and payment ecosystem constraints.

Refunds, where approved, will ordinarily be made through the original source or method of payment, unless impossible or prohibited by law, app-store rules, payment intermediary rules, or fraud controls.

The Company is under no obligation to issue cash refunds, transfer refunds to unrelated third-party accounts, or make off-system disbursements.

Where a Paid Service is purchased through Apple App Store Billing or Google Play Billing, the purchase, cancellation architecture, and refund handling may be subject to the relevant policies, constraints, and processing controls of Apple or Google.

The Company does not represent that it can override ecosystem-level billing rules, app-store refund controls, or wallet/account credit decisions made by Apple or Google.

Even where an app-store transaction is involved: (a) this Policy still governs the contractual expectations between the User and the Company regarding service nature and refund principles; (b) refund execution mechanics may remain subject to app-store infrastructure and platform-specific billing frameworks.

Transactions may involve app-store billing systems, payment intermediaries, card networks, banks, or other third-party systems. The Company does not warrant uninterrupted or error-free operation of such systems.

For international transactions, users acknowledge that: (a) currency conversion may apply; (b) foreign exchange variation may affect net settlement; (c) intermediary and banking charges may be deducted; (d) regulatory or banking review may delay settlement or reversal.

The Company shall not be liable for: exchange rate loss; banking deductions; third-party platform fees; gateway reversal charges; remittance restrictions; or delays caused by cross-border processing.

Where possible, refunds shall be processed back through the originating payment environment. The Company is not obliged to neutralise foreign exchange losses or third-party deductions not retained by it.

Users must first use the Company's grievance/refund mechanism before initiating chargebacks, reversals, or external payment disputes, except where urgent fraud controls require immediate card or bank action.

If a User initiates a false, abusive, bad-faith, or strategically misleading chargeback after activation of service, material use of features, receipt of benefit, or concealment of usage facts — the Company may: suspend or terminate the Account; deny future access; contest the chargeback with evidence; and pursue lawful recovery of losses, fees, and costs.

The Company may retain transaction logs, account access logs, feature usage records, and grievance records for the purpose of defending against payment disputes and chargebacks.

In exceptional cases, and strictly at its sole discretion, the Company may extend a one-time goodwill refund, platform credit, concession, or partial commercial adjustment.

Any such goodwill measure: is ex gratia in nature; does not admit liability; does not modify this Policy generally; and does not create a precedent or entitlement for any other User or future claim.

Paid Services are personal to the registered User and are non-transferable unless the Company expressly introduces a written transfer feature. Users may not: sell accounts; share premium access; transfer entitlements; or commercially exploit paid access. Any such misuse may result in suspension or termination without refund.

The Company may modify, suspend, or discontinue a Paid Service or the Platform, in whole or in part, for legal, regulatory, technical, commercial, or operational reasons.

Except to the extent required by non-excludable law, the Company shall not be liable for indirect, consequential, reputational, emotional, or opportunity loss arising from the discontinuation of the Platform or any particular feature.

If the Company elects, in its discretion, or is required by law to provide any proportionate adjustment upon permanent discontinuity of a Paid Service, such adjustment shall be governed by a specific notice issued for that event and shall not create a general refund entitlement outside that notice.

The User expressly acknowledges that: (a) the Platform does not guarantee marriage; (b) the Platform does not guarantee response rates; (c) the Platform does not guarantee profile quality or user seriousness; (d) no refund can arise merely because a personal, social, emotional, or matrimonial expectation was not fulfilled.

To the fullest extent permitted by law, the Company shall not be liable for: disappointment, emotional distress, reputational harm, or social embarrassment; failure to secure a match, alliance, engagement, or marriage; indirect, incidental, special, punitive, or consequential damages; third-party billing disruption; bank or gateway deductions; user inactivity or under-utilisation of services.

Where liability cannot be excluded, the total aggregate liability of the Company for refund- or billing-related claims shall not exceed the actual amount paid by the User for the specific disputed Paid Service.

This Policy shall be read together with the Terms of Use, Privacy Policy, Disclaimer Policy, Grievance Redressal Policy, and Safety Tips Policy. Refund-related grievances may additionally be raised through the Grievance Redressal Policy, but refund outcomes shall remain governed by this Policy in relation to refund eligibility and processing standards.

This Policy shall be governed by the laws of India. Any dispute arising out of or in connection with this Policy shall be resolved in accordance with the dispute resolution provisions set out in the Terms of Use. The seat and venue of arbitration shall be Kochi, Kerala.

The Company may amend, revise, update, supplement, or replace this Policy from time to time. Revised versions may be published on the Platform or communicated by notice. Continued use of Paid Services after such revision constitutes acceptance of the revised Policy.

If any part of this Policy is held invalid or unenforceable, the remaining provisions shall remain valid and enforceable to the fullest extent permitted by law.

Grievance Redressal Policy

Governs complaints, reports, moderation, and grievance handling

The Company is committed to maintaining a lawful, transparent, and reasonably responsive mechanism for the handling of grievances relating to user safety, privacy, billing, platform misuse, unlawful content, and other matters arising from the operation of the Platform.

This Policy is intended to support the Company's compliance-oriented grievance framework, including the requirement to establish a grievance redressal mechanism, appoint a Grievance Officer based in India, display the relevant details on the platform interface, and take decisions on grievances within the applicable framework under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as updated. It is also intended to operate consistently with the right of grievance redressal recognised under the Digital Personal Data Protection Act, 2023.

This Policy is a grievance-handling mechanism. It is not:

• An admission of liability
• A waiver of any defence available to the Company
• A substitute for law enforcement, judicial remedies, or statutory proceedings
• A promise that every complaint will result in takedown, refund, suspension, or action against another user

The Company has appointed a Grievance Officer, who shall be based in India and shall be responsible for receiving, acknowledging, and coordinating the redressal of grievances submitted in accordance with this Policy.

The Company may display the Grievance Officer's details on the Platform, website, app interface, help section, or legal policy repository as part of its due diligence and user support architecture.

A grievance may be submitted by:

• A registered user of the Platform
• A person directly affected by content, conduct, or misuse on the Platform
• A person whose data, identity, image, or information is being misused on the Platform
• An authorised representative acting with lawful authority
• A person or authority submitting a complaint in accordance with applicable law

Nothing in this Policy obliges the Company to act upon unverifiable, anonymous, bad-faith, or manifestly abusive complaints except where required by law or platform safety considerations.

The following categories of grievances may be submitted under this Policy. The list is illustrative and not exhaustive.

• Fake profiles, impersonation, false declarations of age, marital status, education, profession, or intent
• Unauthorised use of another person's name, image, or data

• Harassment, stalking, repeated unwanted communication, blackmail, extortion, coercion, or threats
• Abusive or humiliating conduct
• Caste, community, religious, or gender-based abuse

• Obscene, sexually explicit, hateful, unlawful, or defamatory content
• Non-consensual dissemination of images or personal information
• Child sexual abuse material, grooming, or content harmful to minors
• Manipulated, morphed, or deceptive media

• Misuse of personal data, unauthorised sharing of contact details, photographs, or chat records
• Profile cloning, privacy breaches, access, correction, deletion, or consent-related complaints under the Company's Privacy Policy framework

• Duplicate billing, non-delivery of a paid entitlement, billing disputes, or refund-related complaints — subject always to the Refund and Cancellation Policy

• Inability to access an account
• Malfunction of a core feature
• Error conditions materially affecting platform use
• App or account restriction complaints, to the extent reviewable under policy

Any complaint involving minors, CSAM, sexual exploitation, grooming, violent threats, intimate-image abuse, or serious physical safety risk shall be treated as a high-priority matter.

A grievance may be submitted through:

• The in-app or in-platform reporting mechanism
• Email to the Grievance Officer at hopelocksupport@gmail.com
• Any secure webform or complaint interface designated by the Company
• Postal communication, where necessary

To facilitate timely handling, a grievance should include, where available:

• Full name of complainant
• Registered email address and/or mobile number
• User ID, profile ID, or account identifier concerned
• Description of the grievance
• Date and time of occurrence
• Supporting evidence (screenshots, transaction details, logs, or copies of relevant communication)
• The relief or action sought
• A declaration that the complaint is made in good faith

If a complaint is materially incomplete, vague, internally contradictory, unsupported, malicious, or incapable of verification, the Company may: request clarification; keep the complaint pending pending additional information; close the complaint administratively; or decline to act substantively.

Submission of a grievance does not give the complainant a right to compel any particular remedy, including removal, refund, suspension, disclosure, or legal escalation.

The Company shall endeavour to acknowledge grievances within 24 hours of receipt where the grievance is properly submitted and reasonably identifiable.

The Company shall endeavour to take a decision on every grievance and communicate its response within 15 days from receipt, subject to the complexity of the matter, sufficiency of evidence, legal or technical dependencies, and any statutory urgency applicable to particular content categories.

Where applicable law, platform safety standards, or the nature of the complaint requires urgent action, the Company may act on an accelerated basis, including in relation to certain non-consensual intimate imagery or similar urgent harms.

A delay in acknowledgment or resolution shall not by itself be construed as admission of liability, waiver of rights, or proof that the grievance is valid.

Upon receipt of a grievance, the Company may: assign a reference number; classify the complaint; determine whether the complaint falls within the scope of this Policy; and assess urgency and risk.

The Company may examine: profile records; moderation records; account logs; technical logs; transaction data; communication metadata; evidence supplied by the complainant; and platform safety indicators.

Pending inquiry, the Company may, without admitting liability: temporarily restrict profile visibility; suspend messaging or communication functions; disable access to specific content; place an account under review; or preserve evidence.

Review may be carried out by the Grievance Officer and such internal teams, advisors, service providers, or functionaries as are reasonably required to investigate, moderate, secure, or respond to the issue.

Depending on the nature and outcome of the grievance review, the Company may take one or more of the following actions:

• No action, where the complaint is unsupported or does not disclose a policy violation
• Warning or caution to the concerned user
• Content removal, takedown, or restriction
• Profile correction request
• Temporary suspension of account or features
• Permanent suspension or termination
• Refund review in accordance with the Refund and Cancellation Policy
• Escalation to a specialist internal review process
• Preservation of records for law enforcement or legal process
• Reporting to competent authorities where legally required or reasonably necessary

The choice of remedy shall remain at the Company's discretion, acting reasonably and in good faith, subject to law.

The Company shall endeavour to handle grievances with reasonable confidentiality.

Users acknowledge that full confidentiality cannot be guaranteed where disclosure is necessary for investigation; to obtain technical review; to comply with law; to defend legal rights; to protect safety; or to report criminal or regulatory matters.

All information submitted through the grievance process may be processed in accordance with the Privacy Policy and applicable law.

Users must not submit knowingly false, fabricated, malicious, harassing, extortionary, or abusive complaints.

The Company may reject, close, or take action against a complainant who misuses the grievance mechanism, including by: issuing a warning; restricting misuse of complaint channels; suspending the complainant's account where warranted; or preserving evidence for legal process.

Use of the grievance mechanism does not immunise a complainant from liability arising from fraudulent complaints, fabricated evidence, defamation, or abuse of process.

All refund-related grievances shall be reviewed in light of the Refund and Cancellation Policy.

Submission of a grievance does not create any refund entitlement beyond what is recognised in the Refund and Cancellation Policy or required by law.

Users may raise privacy grievances concerning access, correction, deletion, misuse of data, or unauthorised disclosure in accordance with the Privacy Policy and this Policy.

The grievance mechanism under this Policy is also intended to support the right of grievance redressal under the Digital Personal Data Protection Act, 2023, to the extent applicable.

Nothing in this Policy prevents a user from approaching such statutory forum or authority as may be available under applicable law after exhausting or reasonably pursuing the Company's internal grievance process, where such exhaustion is legally required or operationally appropriate.

The Company may maintain records relating to: complaints received; actions taken; timestamps; internal notes; evidence received; moderation outcomes; and communications sent.

Such records may be retained for as long as reasonably necessary for: compliance; audit; litigation defence; fraud prevention; chargeback defence; law enforcement support; and safety and moderation improvement.

The Company is not obliged to disclose its internal moderation logic, fraud signals, trust indicators, legal assessments, or confidential investigative methodology merely because a complaint has been submitted.

No action, inaction, interim step, acknowledgment, suspension, content removal, goodwill gesture, or complaint correspondence shall be treated as: an admission of wrongdoing by the Company; a waiver of contractual, statutory, or equitable rights; or acceptance that the complainant's entire version is correct.

This Policy shall be governed by the laws of India. Any dispute arising out of or in connection with this Policy shall be resolved in accordance with the dispute resolution framework contained in the Terms of Use. The seat and venue of arbitration shall be Kochi, Kerala.

The Company may amend, revise, supplement, or replace this Policy from time to time. Revised versions may be published on the Platform or communicated by notice. Continued use of the Platform after such revision constitutes acceptance of the revised Policy, to the extent permitted by law.

If any part of this Policy is held invalid or unenforceable, the remaining provisions shall remain effective to the fullest extent permitted by law.

Safety Tips Policy

User advisories and risk-reduction guidance

Unarranged is a digital platform designed to facilitate matrimonial introductions. While the Company may use moderation systems, onboarding checks, fraud controls, reporting tools, and platform safety measures, no online environment can be made entirely risk-free.

This Safety Policy is therefore issued:

• To help users identify and reduce foreseeable risks
• To encourage the responsible use of platform tools
• To reinforce that user vigilance remains essential
• To make clear that the Platform is not a substitute for personal verification, independent judgment, or lawful due diligence

Users must understand, and expressly acknowledge, that:

• Profile declarations may be incomplete, exaggerated, false, or misleading
• Photographs may be old, edited, manipulated, or unauthorised
• Verification systems, including third-party tools, do not have a 100% success rate
• A verified profile is not equivalent to a certified person
• Genuine-looking users may still behave dishonestly or abusively
• Emotional, social, or matrimonial pressure can cloud judgment

For these reasons, the Company strongly advises every user to treat all digital interactions with appropriate caution, particularly in the early stages of engagement.

You should not disclose personal information merely because an initial interaction appears comfortable, polite, serious, or culturally familiar.

Unless and until you have independently verified the person and are comfortable, you should not share:

• Residential address or workplace address
• Routine travel patterns
• Banking details or card data
• Tax details; Aadhaar, PAN, passport, or other identity records
• OTPs, passwords, or authentication codes
• Private family information not necessary for early-stage interaction

No genuine matrimonial introduction requires you to disclose banking credentials, UPI PINs, internet banking details, wallet access, or payment authentication codes. Any such request should be treated as suspicious.

Do not share intimate, compromising, or highly private images or videos. Once shared, control over such material may be lost, even where trust initially appears genuine.

The Company strongly recommends that initial engagement remain within the Platform's communication environment wherever possible.

Prematurely moving to private channels such as personal phone calls, personal email, WhatsApp, Telegram, Instagram, or other direct messaging platforms may:

• Expose your personal number or contact details
• Reduce auditability and evidentiary traceability
• Increase phishing, impersonation, or blackmail risk
• Make grievance handling more difficult

If you choose to move off-platform after initial interaction, do so gradually and only after you are reasonably satisfied as to the person's seriousness, consistency, and credibility.

Politeness, fluency, cultural similarity, quick responsiveness, professionally written messages, or visible social status indicators do not establish authenticity.

Before proceeding toward serious communication, meetings, or family involvement, independently evaluate:

• Age and marital status
• Education and occupation
• City/location
• Seriousness of matrimonial intent
• Consistency of statements over time

Exercise caution if you encounter:

• Incomplete or inconsistent profile information
• Evasive answers to basic factual questions
• Unrealistic claims of wealth, profession, or family status
• Heavily edited, glamour-focused, or suspicious photographs
• Emotional over-intensity at a very early stage
• Pressure to act quickly, secretly, or outside ordinary safeguards

Where appropriate, and subject to your comfort, a video interaction before an in-person meeting may reduce certain forms of impersonation or catfishing risk. It is not, however, a substitute for full due diligence.

Fraudsters often attempt to build trust quickly and then create urgency. Common tactics may include:

• Exaggerated emotional declarations
• Claims of immediate exclusivity
• Sudden crises requiring money
• Requests for travel funds, medical assistance, or emergency support
• Emotional guilt if you hesitate

Treat the following as major warning signs:

• Requests for money, however small
• Requests for bank transfers or UPI payments
• Requests to help with "temporary" financial distress
• Investment proposals
• Requests to receive or move money on someone else's behalf
• Discussions that slide from matrimonial intent into financial dependency or pressure

Do not click suspicious links, install files, or scan QR codes sent by a user merely because the conversation appears genuine. Such links or files may be used for credential theft, surveillance, or fraud.

Unarranged adopts a zero-tolerance posture toward harassment, abuse, stalking, blackmail, coercion, threats, extortion, and sexually abusive conduct.

You should immediately report:

• Repeated unwanted messages after refusal
• Threats or intimidation
• Blackmail or coercive pressure
• Caste-based, religious, sexual, or gendered abuse
• Sexual harassment or obscene communications
• Misuse of your photographs, screenshots, or private details
• Impersonation or profile cloning

If you experience unsafe conduct, preserve relevant evidence without altering it, including:

• Screenshots
• User ID or profile link
• Date and time records
• Payment references, if any
• Chat history, where available

Use available tools such as block, report, mute or restrict communication, and the grievance email/reporting interface.

The Platform is not intended for minors. If you believe a profile belongs to a minor, report it immediately.

Any content or conduct involving minors, grooming, sexual exploitation, or child sexual abuse material must be reported immediately to hopelockchildsafety@gmail.com or through the in-app reporting mechanism. The Company may suspend access, preserve records, and escalate the matter to competent authorities as required by law.

As a general rule, never transfer money to any user you meet through the Platform, regardless of the story, urgency, emotional context, or claimed future intent.

Do not: share banking details; act as guarantor; make bookings on someone's behalf without independent verification; or join investments, business ideas, or informal commercial arrangements with a user you met on the Platform.

If you suspect financial fraud: stop communication immediately; preserve records; inform your bank/payment provider where relevant; and report the matter through the Platform and, where necessary, to lawful authorities.

If you choose to meet, do so in a public setting with reasonable footfall and preferably visible surveillance or staff presence.

Tell a trusted friend or family member: where you are going; whom you are meeting; and when you expect to return.

Do not rely on a new acquaintance for transport unless you are fully comfortable and have taken suitable precautions.

If anything feels inconsistent, coercive, or unsafe, end the interaction and leave. You do not owe continuation of a meeting simply because it was arranged.

Exercise caution with food, drinks, and situations where you lose control over your surroundings.

Where the Platform offers visibility settings, communication controls, or profile limitations, use them thoughtfully.

Disclose personal information in phases, not all at once. Trust should be earned, not assumed.

Users must not store, reproduce, circulate, forward, screenshot for misuse, or publish another user's profile details, images, or chat content without lawful basis and consent. Such misuse may result in platform action and legal consequences.

If you encounter suspicious or unsafe conduct, report it promptly through: in-app reporting tools; the Grievance Officer at hopelocksupport@gmail.com; or such other official complaint channel as the Platform provides.

Prompt reporting helps: preserve evidence; reduce repeat harm; enable temporary protective action; and improve the Company's ability to review and respond.

The Company will endeavour to handle safety reports with reasonable confidentiality, subject to legal obligations, internal investigation needs, and the requirements of lawful disclosure.

Where a safety report appears credible, the Company may, without admitting liability: issue warnings; suspend features; temporarily restrict or permanently disable an account; remove content; or preserve relevant records.

In serious cases, including those involving minors, CSAM, threats of violence, extortion, identity fraud, severe harassment, or financial fraud — the Company may report or provide information to competent authorities where required by law or reasonably necessary for protection of rights and safety.

Users must understand that onboarding and identity tools are only limited safeguards. They do not certify future conduct, moral intent, family compatibility, or matrimonial sincerity.

Even if a profile appears verified, you must still independently assess whether further communication, document sharing, or in-person meeting is appropriate.

This Safety Policy is not exhaustive. New forms of online deception, emotional manipulation, identity misuse, and platform abuse continue to evolve. Users remain responsible for: staying alert; exercising independent judgment; reading all relevant policy documents; and acting prudently in both online and offline interactions.

While the Company may maintain moderation systems, reporting channels, and safety tools, the Company does not warrant that all harmful users will be identified; all fraud attempts will be prevented; all reports will result in immediate suspension; or all interactions on or off the Platform will be safe. Platform safety is a shared responsibility and independent caution is indispensable.

The Company may amend, revise, supplement, or replace this Safety Policy from time to time. Revised versions may be published on the Platform or communicated by notice. Continued use of the Platform after such revision constitutes acceptance of the revised Policy.

This Safety Policy must be read together with the Terms of Use, Privacy Policy, Disclaimer Policy, Refund and Cancellation Policy, and Grievance Redressal Policy. Where a specific complaint or incident arises, those policies may govern the legal handling of the issue in addition to this Safety Policy.

This Safety Policy shall be governed by the laws of India. Any dispute arising out of or in connection with this Safety Policy shall be resolved in accordance with the dispute resolution framework set out in the Terms of Use. The seat and venue of arbitration shall be Kochi, Kerala.

Disclaimer Policy

Governs limitation of expectations, role boundaries, and legal disclaimers

Unarranged is a technology-based digital platform intended to facilitate introductions between individuals independently seeking matrimonial alliances. The Company is not: a marriage bureau or licensed marriage arranger; a matrimonial counsellor or family advisor; a psychological or compatibility assessor; an investigator, background-check agency, or forensic verifier of user claims; a guarantor of truthfulness, intent, solvency, moral character, family standing, or matrimonial suitability; a fiduciary, guardian, or intermediary negotiator representing any User in relation to any match, meeting, alliance, engagement, or marriage; or a substitute for the User's own judgment, family consultation, personal inquiry, legal due diligence, or social verification. Nothing in the operation of the Platform shall be construed as creating any agency, fiduciary duty, partnership, advisory relationship, counselling relationship, or special duty of care beyond what is mandatorily imposed by law.

The Company does not represent, warrant, assure, or guarantee that any User will receive a suitable match; that any introduction will result in communication, continued engagement, compatibility, family acceptance, engagement, or marriage; that any profile suggested, surfaced, or recommended by the Platform is suitable, accurate, compatible, serious, lawful, or genuine; or that any meeting, interaction, or relationship arising from the Platform will be successful, safe, stable, or lasting. The purchase of any premium or paid service shall not be construed as a guarantee of improved matrimonial success, user response, compatibility, visibility to specific users, or matrimonial outcome. Matrimonial decisions are inherently personal, social, legal, emotional, religious, financial, and family-specific — the Platform cannot evaluate or guarantee the innumerable subjective factors that influence compatibility or marriage decisions.

All or substantially all profile information is based on information provided by Users themselves. The appearance of any profile, image, badge, indicator, status marker, recommendation, or verification prompt on the Platform shall not be construed as an endorsement, certification, recommendation, approval, or guarantee by the Company. The Company disclaims responsibility for inaccuracies, omissions, falsehoods, exaggerations, inconsistencies, manipulated images, misleading biographies, concealed material facts, or fraudulent declarations made by Users. Every User must independently satisfy themselves as to the truth, completeness, and reliability of information furnished by another User before relying upon it, sharing personal information, meeting in person, involving family members, making financial decisions, proceeding toward engagement, or contemplating marriage.

Any verification mechanism, whether internal or through third-party service providers, is not infallible and does not have a 100% success rate. Verification systems may fail to detect impersonation, forged documents, synthetic identities, misstatements, deceptive intent, or contextual fraud. No verification process shall be interpreted as: a criminal background check; a civil litigation clearance; a family verification; a moral-character certification; a financial soundness confirmation; a matrimonial suitability opinion; or a guarantee of future conduct. Where verification is performed through third-party tools or service providers, the Company does not warrant the uninterrupted availability, correctness, or completeness of such third-party systems or their outputs.

Any filters, sorting logic, algorithmic ranking, compatibility score, recommendation engine, machine-learning model, AI-assisted prompt, automated display decision, or smart communication aid made available on the Platform is merely assistive in nature. No automated or AI-assisted output shall amount to: a certified compatibility assessment; a legal or religious suitability determination; a promise of relationship success; or a guarantee of emotional, cultural, intellectual, or social compatibility. The Company shall not be liable for any mismatch, misunderstanding, poor recommendation, overlooked profile, recommendation bias, or dissatisfaction arising from automated or AI-assisted features.

Any interaction taking place outside the Platform — including personal calls, private messaging, video calls, meetings, exchange of photographs or documents, family discussions, proposal negotiations, engagement discussions, travel, cohabitation discussions, or marriage-related planning — is undertaken entirely at the Users' own risk. The Company shall not be responsible or liable for: any offline conduct of Users; harassment, violence, coercion, blackmail, stalking, abuse, or fraud occurring off-platform; or any emotional, social, reputational, financial, or legal consequences arising from meetings or interactions between Users.

The Platform does not endorse, recommend, or supervise any financial transaction between Users. Users must treat any request for urgent money, medical emergencies, travel assistance, investment opportunities, or emotionally coercive financial requests as high-risk conduct. The Company disclaims liability for scams, phishing, impersonation fraud, identity fraud, social engineering, OTP theft, credential theft, romance scams, or extortion by Users or third parties.

The Company does not warrant uninterrupted operation of third-party systems, app-store billing, correctness of external APIs or SDKs, or error-free communication or hosting systems. The Company shall not be liable for outages, data loss, interruptions, transaction errors, billing disruptions, refund delays, account restrictions, or service interruptions attributable to third-party providers or app ecosystems. Use of any service feature dependent upon third-party infrastructure may additionally be subject to the terms, policies, limitations, and billing frameworks of such third parties, including app-store operators and payment intermediaries.

The Company does not warrant that the Platform will be available at all times or free from delay, interruption, defect, security threat, operational downtime, or maintenance shutdowns. The Platform may be modified, updated, suspended, or withdrawn temporarily or permanently, in whole or in part, without prior notice, for maintenance, compliance, security, redesign, performance, or commercial reasons. The Company shall not be liable for loss of opportunity, loss of communication, loss of visibility, missed matches, or user dissatisfaction arising from downtime, maintenance, service interruption, app-store issues, or force majeure events.

Nothing on the Platform shall be construed as legal advice, family law advice, immigration or matrimonial law advice, religious opinion, counselling or therapy, financial advice, or professional investigative advice. Users should seek independent professional advice where necessary.

Each User expressly acknowledges and agrees that: (a) matrimonial decisions involve personal risk and independent judgment; (b) they are solely responsible for their own verification, safety decisions, and legal compliance; (c) they must assess another User's identity, age, intentions, family claims, social claims, and overall suitability independently; and (d) they assume all risks associated with reliance upon user-generated information, subject only to non-excludable rights under applicable law.

To the fullest extent permitted by law, the Company shall not be liable for any indirect, special, incidental, punitive, exemplary, or consequential loss; emotional distress, mental agony, disappointment, humiliation, reputational injury, or social embarrassment; loss of matrimonial opportunity, match prospects, engagement prospects, or family arrangements; financial loss arising from fraud, deception, or private dealings between Users; loss arising from false statements or omissions by Users; data loss, interruption, device compromise, or communication failure; or offline injury, assault, coercion, or abuse by another User or third party. The Company's total aggregate liability for any claim arising out of or relating to the Platform shall not exceed the actual fees paid by the concerned User to the Company for the specific disputed paid service during the twelve-month period immediately preceding the event giving rise to the claim. Nothing in this Disclaimer shall exclude or limit any liability that cannot lawfully be excluded or limited under applicable law.

Nothing in this Disclaimer limits the Company's right to seek indemnity, contribution, damages, injunctive relief, recovery of costs, or any other remedy available under the Terms of Use or applicable law.

Nothing in this Disclaimer shall exclude or limit any liability that cannot lawfully be excluded or limited under applicable law. To the extent any portion of this Disclaimer is held unenforceable, the remaining provisions shall continue in full force and effect.

The Company shall not be liable for delay, failure, restriction, suspension, or inability to provide any part of the Platform caused by events beyond its reasonable control, including acts of God, flood, fire, epidemic, pandemic, war, terrorism, civil unrest, cyberattack, infrastructure failure, telecommunications disruption, governmental action, app-store disruption, or failure of third-party systems.

This Disclaimer shall be governed by the laws of India. Any dispute shall be resolved in accordance with the dispute resolution framework set out in the Terms of Use. The seat and venue of arbitration shall be Kochi, Kerala.

The Company reserves the right to amend, revise, update, supplement, or replace this Disclaimer at any time. Revised versions may be notified through the Platform, by email, by notice, or by publication. Continued use of the Platform after such revision constitutes acceptance of the revised Disclaimer to the extent permitted by law.

This Disclaimer must be read together with the Terms of Use, Privacy Policy, Refund and Cancellation Policy, Grievance Redressal Policy, and Safety Tips Policy. Each of the above documents is intended to operate as an independent but complementary part of the Platform's legal architecture.